Senior Technical Support Engineer
Motive
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇵🇰 Pakistan
Visit company websiteJob Level
Senior
Tech Stack
AndroidiOSIoTLinux
About the role
- Own and resolve high-priority, technically complex issues for enterprise customers via email, phone, and chat.
- Act as the point of escalation for frontline support engineers and manage end-to-end resolution for advanced cases.
- Troubleshoot and analyze data from telematics devices, dashcams, APIs, mobile apps, and customer environments.
- Collaborate with Engineering and Product teams to identify and resolve bugs, contribute to hotfixes, and improve product stability.
- Document troubleshooting steps, known issues, and best practices to contribute to internal knowledge bases.
- Partner with Customer Success Managers (CSMs) and Enterprise Account Managers (EAMs) to ensure customer satisfaction and retention.
- Monitor trends, proactively flag emerging issues, and suggest product or process improvements.
- Participate in on-call rotations or special projects as needed to support enterprise uptime and availability.
Requirements
- 2- 3+ years in a technical support, systems engineering, or similar role, preferably supporting SaaS or IoT products.
- Strong troubleshooting skills in one or more of the following areas: Networking, APIs, Linux systems, mobile platforms (iOS/Android), or hardware devices.
- Experience working with enterprise customers and managing escalations with professionalism and urgency.
- Familiarity with tools such as Salesforce, Zendesk, Jira, Kibana, or equivalent CRM/log analysis platforms.
- Excellent verbal and written communication skills with the ability to simplify technical concepts for non-technical users.
- Ability to thrive in a fast-paced, collaborative environment with shifting priorities.
- Bonus: Knowledge of transportation, fleet management, telematics, or logistics operations
Benefits
- Creating a diverse and inclusive workplace
- Equal opportunity employer
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
troubleshootingnetworkingAPIsLinux systemsmobile platformshardware devicesSaaSIoT
Soft skills
communicationcollaborationproblem-solvingcustomer satisfactionprofessionalismurgencyadaptability